Saffron Housing Trust Limited

Apprentice Customer Contact Advisor / Customer Service Advisor - Intermediate (Level 2)

Saffron Housing Trust Limited (Employer)

City College Norwich (Training Provider)

Weekly wage £170.63 to £327.00
37.5 hours per week 8.45am to 5.00pm: Monday to Thursday. 8.45am to 4.15pm: Friday. Details to be confirmed.
18 months (duration)
1 May 2021(start date)
Customer service practitioner (apprenticeship standard)
11 April 2021 (application closing date)
Register interest

Job Description

You will provide an excellent first point of contact for all customers of Saffron and our stakeholders. You will diagnose repairs, raise maintenance work orders, recover rent arrears, assist with income collection, and provide technical administrative/clerical support to staff within Asset Management and Housing Management.


Key responsibilities include:

  • To undertake and complete the Customer Service Practitioner Apprenticeship
  • Work within the Customer Contact Team to learn on the job knowledge and to gain the appropriate skills to become a fully-fledged Customer Contact Advisor 
  • Establishing the needs of the customer and where possible resolving enquiries at the first point of contact
  • Resident and community involvement, including surveys
  • Arrears, rent queries and payments
  • Housing, estate and tenancy management
  • Responsive repairs, gas safety, improvements and major repairs

Upon successful completion of this Apprenticeship programme, apprentices will be able to join the Institute of Customer Service as an Individual member at Professional level.

Future Prospects

Career progression to a Customer Contact Advisor.

Reality Check

The Apprenticeship National Minimum Wage guide (ANMW):

This role involves a lot of work on the telephone where you may encounter customers who are dissatisfied with the service they are receiving.

Benefits include:

  • 23 days holiday plus additional 3½ days to be taken at a time specified by Saffron.  This is on a pro-rata basis for employees who join during the holiday year which runs from 1st January to 31st December.
  • Saffron offers an excellent benefits package to all employees which includes Pension, Private Healthcare, Employee Assistance Programme and Shopping Discounts.
  • Free carpark
  • Accessible on public transport – Purple Line (38) from Norwich City Centre

Skills Required

  • A genuine interest of working in a busy customer services / contact centre environment.
  • Able to work as part of a team
  • Possess excellent communication and interpersonal skills
  • Intuitive with IT and possess good IT skills to include Microsoft Word, Excel, Outlook and Teams
  • Excellent time management skills

Qualities Required

  • Friendly
  • Polite
  • Empathetic
  • Professional
  • Positive
  • Enthusiastic
  • Energetic
  • Commitment and a strong work ethic
  • Able to use initiative
  • Well organised

Qualifications Required

Good level of general education including GCSE English Language and Mathematics at grade 4 / C or above, although a positive attitude and a willingness to work toward equivalent qualifications is equally important.

Training Provided

For the full Apprenticeship, candidates will complete:

  • Level 2 Customer Service Practitioner Apprenticeship Standard
  • Level 1 Functional Skills in English
  • Level 1 Functional Skills in maths

Apprentices will also work towards and take the test for Level 2 English and maths prior to taking the End Point Assessment.

For the End Point Assessment, apprentices will undertake an apprentice showcase, a practical observation, and a professional discussion.

Upon successful completion of this Apprenticeship programme, apprentices will be able to join the Institute of Customer Service as an Individual member at Professional level.

Register interest